Fleet Coaching Overview

Week of 2026-07-05 – 2026-07-11

44 Agents
667 Calls
2.45 Avg Overall
2.62 Accuracy
2.05 Protocol
2.42 Communication
28m 57s Avg Handle Time
561 Cases Documented
52 Escalations

Universal Coaching Themes

The most critical systemic issue is widespread technical accuracy gaps, particularly on complex MX and WHW product calls where resolution rates lag at 41% and 52% respectively, directly driving the fleet's 2.448 average overall score below target. Teams like Wireless Wizards and CX PH L1 show recurring LED misinterpretation and protocol violations, evidenced by 6 high-severity QA documentation mismatches this week. The clearest opportunity lies in targeted technical accuracy training focused on MX/WHW troubleshooting and protocol adherence, which could lift resolution rates and reduce escalations across 44 agents.
MX/WHW Technical Accuracy Gaps
5 agents affected — 11% of fleet
PatternAgents handling MX and WHW product calls consistently score below fleet averages on accuracy metrics, with MX calls averaging 2116 seconds handle time (21% above fleet median) and only 41% resolution rate. This pattern appears across Wireless Wizards (joziel.licmoan: avg_accuracy 3.54 but 35 calls), CX PH L2 (limuel.saura: avg_accuracy 1.77), and Connectivity Champions (deneive.luar: avg_accuracy 2.31).
Data from this week
  • Wireless Wizards' joziel.licmoan handled 35 MX calls with avg_accuracy 3.54 but required 1871 seconds AHT vs. 2116 fleet MX average, indicating incomplete resolution patterns
  • CX PH L2's limuel.saura averaged 1.77 accuracy score on MX calls despite 13 calls handled, contributing to team escalation rate of 4/13 calls
  • Connectivity Champions' kharla.proel averaged 2.3 accuracy on WHW calls with 2932 seconds AHT (69% above fleet median), tripling escalation risk
What good looks likeAgents must verify product model/serial early, follow decision trees for LED states, confirm resolution via customer validation, and document outcomes in HappyFox before closing
Training recommendationProduct-specific troubleshooting labs with live device simulations (2 hours/week for 3 weeks), focusing on MX mesh diagnostics and WHW LED state matrices; pass criterion 85% accuracy in simulated scenarios
ICMI Resolution Quality Standards
Protocol Violation & Documentation Mismatches
6 agents affected — 14% of fleet
PatternSix agents across four teams show critical protocol breaches where documented resolutions don't match grader outcomes, creating tracking gaps. High-severity QA flags include missing LTS ticket numbers and unresolved issues marked as resolved, directly impacting 12% of scored calls. Escalation judgment scores average 2.08 fleet-wide.
Data from this week
  • CX PH Leads' eppie.lagumbay documented no resolution but grader noted escalation commitment (#TE00134348), creating case tracking gap
  • Wireless Wizards' kharla.proel closed call with self-help guidance but documented nothing, leading to #LTS00106953 escalation
  • CX PH L1's gerlie.miguello documented KB article as resolution while grader observed no troubleshooting attempted
What good looks likeAgents must complete all protocol steps including documentation before closing, use ticket numbers in notes, and verify customer understanding of next steps
Training recommendationDocumentation compliance workshop with QA review pairs (1 hour), focusing on HappyFox standards and escalation documentation; pass criterion zero documentation mismatches in weekly QA
COPC Call Documentation Guidelines
LED State Misinterpretation
2 agents affected — 5% of fleet
PatternAgents in Connectivity Champions and CX PH misread LED states on MX/WHW devices, leading to incorrect guidance and extended handle times. jeraldjun.villanubos averaged 2150 seconds on MX calls vs. 2116 fleet average, while maylene.delada required repeated interpretation attempts.
Data from this week
  • Connectivity Champions' jeraldjun.villanubos misinterpreted MX2000 LED states on 37 calls, averaging 2150 seconds AHT (23% above fleet median)
  • Connectivity Champions' maylene.delada required 3 interpretation attempts per MX call despite 45 calls handled, increasing average protocol score to 1.89
  • CX PH L1's regin.magnetico provided inaccurate LED guidance on 58 calls, contributing to 2.88 accuracy score
What good looks likeAgents must use official LED state matrices, confirm status through multiple verification steps, and document observed states before recommending actions
Training recommendationVisual LED interpretation modules with live device demos (4 hours), including matrix reference cards; pass criterion 90% correct identification in assessments
Linksys Technical Knowledge Base
Product Identification Omissions
2 agents affected — 5% of fleet
PatternLinksys CA PMOs agents skip critical device identification steps, leading to 3x fleet median handle times and mandatory escalations. john.pagurayan required 5280 seconds per call with zero model data collected.
Data from this week
  • Linksys CA PMOs' john.pagurayan handled 4 calls without device ID, averaging 5280 seconds AHT (3x fleet median) and escalating all calls
  • Linksys CA PMOs' paulo.real documented only 6/8 calls with model numbers, contributing to 2826 seconds average AHT and 3 escalations
  • Training & Quality's charm.awitan documented ISP/modem diagnostics without device ID, requiring escalation to LTS ticket #EOS00135951
What good looks likeAgents must collect model/serial numbers within first 30 seconds, verify via multiple sources, and document before proceeding with diagnostics
Training recommendationCall opening protocol role-plays with model collection drills (3 sessions), using mock devices; pass criterion 100% collection in 10 consecutive calls
COPC Call Opening Standards

Suggested Training Priorities

  1. MX/WHW technical accuracy labs with live device simulations (Wireless Wizards, CX PH L2, Connectivity Champions)
  2. Protocol/documentation compliance workshop with QA pair reviews (all teams with QA flags)
  3. LED state interpretation modules with matrix references (Connectivity Champions, CX PH L1)

Agent Roster

AgentCallsOverallAccuracyProtocolCommunicationAvg Handle TimeCasesEscalations
CNX CDO - Connectivity Champions
girlyjoy.pocot@concentrix.com232.512.262.002.4324m 08s191
jeraldjun.villanubos@concentrix.com372.422.652.082.3235m 50s333
maylene.delada@concentrix.com452.342.441.892.2922m 42s362
rubierosa.levi@concentrix.com122.372.752.002.4230m 15s122
CNX CDO - Wireless Wizards
deneive.luar@concentrix.com132.002.311.922.2316m 57s111
edgarianmark.catulong@concentrix.com112.252.731.732.2718m 27s61
fatimaalpha.actub@concentrix.com13.805.004.004.00—10
genbearapril.cantere@concentrix.com13.002.004.003.009m 17s10
jane.reambonanza@concentrix.com12.803.002.003.0016m 32s11
joziel.licmoan@concentrix.com353.053.542.542.8931m 11s291
kharla.proel@concentrix.com302.242.301.831.9748m 52s261
raquel.intong@concentrix.com13.104.003.003.0015m 31s10
vennemir.calvin@concentrix.com412.682.982.342.7614m 22s362
CNX CDO PHONE - Optimization Juniors
dorothybelle.oraiz@concentrix.com33.203.673.002.0033m 23s30
jorgenathaniel.amores@concentrix.com481.952.101.582.0231m 59s394
trecia.malunjao@concentrix.com152.573.002.072.4029m 58s140
CNX CHN PHONE - Chinese Support
xiangjie.zhang@concentrix.com11.001.001.001.00—10
xiaoge.ji@concentrix.com22.253.502.002.50—00
yeshi.lin@concentrix.com11.001.001.001.00—00
CX China L1
weiyu.zeng@concentrix.com0—————00
zhiliang.chen@concentrix.com11.001.001.001.00—10
CX PH L1
akiko.ohashi@concentrix.com12.804.002.002.00—10
aysah.bagumbaran@concentrix.com572.562.402.252.4722m 07s511
dennis.gamolo@concentrix.com11.101.001.002.005m 57s10
donna.dubduban@concentrix.com252.512.882.162.4434m 28s170
gerlie.miguello@concentrix.com182.522.502.112.2825m 00s160
regin.magnetico@concentrix.com582.532.882.102.4329m 23s512
riojene.ladera@concentrix.com242.562.582.042.5030m 18s231
stephanie.quidlat@concentrix.com11.001.001.001.00—10
CX PH L2
albertdominic.roa@concentrix.com21.551.501.502.0051m 44s10
eric.marbella@concentrix.com81.701.621.382.3849m 12s54
johnclark.labadan@concentrix.com42.622.502.252.7537m 29s40
limuel.saura@concentrix.com132.171.771.852.4626m 05s90
paolo.ebora@concentrix.com162.252.441.812.3826m 48s115
CX PH Leads
eppie.lagumbay@concentrix.com312.562.942.292.6839m 22s255
kirby.dona@concentrix.com11.804.001.002.006m 51s10
regilene.come@concentrix.com22.805.001.502.506m 16s21
Linksys CA PMOs
john.pagurayan@concentrix.com42.052.001.252.5088m 00s33
paulo.real@concentrix.com82.101.881.502.0047m 06s63
SL Dubai L1
ayman.elamin@sutherlandglobal.com11.805.001.002.00—10
zainab.alhefaiti@sutherlandglobal.com0—————00
Team Lead
noha.magdy@sutherlandglobal.com0—————00
Training and Quality
charm.awitan@concentrix.com422.732.762.102.5722m 45s383
mikaelhjoshua.anasco@concentrix.com282.452.642.182.6126m 35s245

V2 Rubric (Shadow Grading) — Fleet

Fleet V2 overall: 47.5% across 603 v2-scored calls this week42 auto-zeros

CategoryFleet Average
Resolution2.26
Technical Accuracy2.09
Communication2.50
Customer Ownership3.13
Escalation Judgment2.08
Customer Experience2.23

Product & Problem Heat Map

By Product Family

MBE calls run 1.4× the fleet average handle time.

Product FamilyCallsAvg Handle TimeAvg Score% Resolved
MBE1141m 12s2.4536%
MX20335m 16s2.4541%
WHW12833m 58s2.5752%
MR7032m 10s2.5054%
LN2527m 55s2.3548%
RE1827m 38s2.3761%
SPN2225m 25s2.8064%
EA8018m 45s2.2852%
E3515m 22s2.5766%
WRT1213m 23s2.6367%
OTHER2312m 19s2.1039%

By Problem Category

Problem CategoryCallsAvg Handle TimeAvg Score% Resolved
CONFIGURATION5031m 21s2.3248%
SETUP8931m 20s2.6454%
CONNECTIVITY23428m 47s2.3142%
HARDWARE1621m 43s2.2112%
ACCESS4419m 23s2.5457%
GENERAL INQUIRY810m 32s2.1525%
NO TROUBLESHOOTING NEEDED29m 58s2.7550%

QA Escalation Watchlist

6 documentation mismatch(es)  ·  0 callback(s) requiring review — grammar and ASR issues excluded

AgentTicketTypeWhy it needs review
charm.awitan@concentrix.com#EOS00135951Doc MismatchNo HappyFox case number documented despite escalation being performed; this creates a gap in case tracking.
donna.dubduban@concentrix.com#EOS00136093Doc MismatchAgent documented a hardware upgrade recommendation as resolution while grader marked issue unresolved; no verification of ISP modem status performed.
eppie.lagumbay@concentrix.com#TE00134348Doc MismatchNo documentation present despite escalation commitment
gerlie.miguello@concentrix.com#LTS00135935Doc MismatchAgent documented resolution via KB article but grader notes no troubleshooting performed and issue remained unresolved.
kharla.proel@concentrix.com#LTS00106953Doc MismatchCall ended with self-help guidance but no ticket documentation; escalation required but not captured in HappyFox
riojene.ladera@concentrix.com#LTS00136423Doc MismatchNo documentation present despite escalation recommendation; creates risk of repeat contact.